Let me start without beating around the bush. I'm tired typing with the CS in the chat because it doesn't lead to anything and only wastes 2 hours of getting in touch with the person on the other end, on for both sides.
I understand the procedures from point 1 to 10, but it doesn't help, it won't help because it is besides the factual situation. Why do I keep getting told on testing the Wi-Fi at home if the issue is in the telephone line. Some time ago we have had an "engineer" with TalkTalk and after testing the line, he concluded that there was a problem with the line, some 'low frequency earth' or something along the line. Then he stated that a visit from an Open Reach Engineer was required. He was supposed to make an appointment on the behalf of us but unfortunately, it didn't work out because we had to book an appoitment with the OR ourselves.
Open Reach also doesn't know what's going on and what's wrong, but somehow the average speed of 250Mb/s - 300Mb/s, I don't believe in miracles, unfortunately, but there must be some logical reason in this drop in speed. We signed a Fibre 250 contract and it looks like Fibre 150 to me, but we pay as for Fibre 250. Recently, we don't even get the guaranteed minimum speed, when signing the contract the minimum guaranteed speed was 183Mb/s and after 3 months someone changed it to 129Mb/s without our knowledge. Was only discussed in the chat the contract will be renewed and not involving a reduction in the guaranteed speed. I have the chat saved as evidence. I will only add that for the first 10 months of the contract the speed was excellent, forwarding up to 300Mb/s.
At home we have a G.fast modem model MT992 and a router from TalkTalk model sagemcom FAST5364-3.T8
Now, for a few days after the last chat with CS, by some miracle, everytime i want to check the internet speed, I receive some 'error'. I don't want to believe it that it is a coincidence and TalkTalk can't fix it. I think it's more likely that someone simply blocked it on our account so that there would be no trace in the speed test history.
So according to Ofcom's website, if TalkTalk cannot deliver the minimum speed, I have the right to withdraw from the contract without paying a penalty or to reach an agreement. To reduce the costs. Monthly which is 40 pounds.
I don't understand why TalkTalk treats its customers this way, but I hope karma comes back. We were not even offered to replace the Router and when we asked for an engineer from OR during the last chat with CS, we were refused because it was supposedly not required. However, I would like to see an engineer because I know that they can reset something in the box.
I will be grateful for your help and will continue the topic until the contract is terminated or the problem is resolved. I'm stubborn.
By the way, We have no way to check the noise on the line because we don't have a landline.
Thank you, Best Regards.
